Senior QA Supervisor: Call Center Excellence & Coaching

MCI; Tampa (FL); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings Program

Paid Training

Incentives & Rewards

Fun Work Environment

Job summary

MCI is hiring an Experienced QA Supervisor in Tampa, FL, to lead quality assurance efforts across multiple BPO campaigns. You will supervise QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality.

Ideal candidates should have a minimum of three years of QA experience, including at least one year in a supervisory role. Strong analytical and communication skills are needed.

Qualifications

• Minimum 3 years of QA experience in a BPO environment.
• At least 1 year in a supervisory role.
• Familiarity with QA tools and CRM systems essential.

Responsibilities

• Supervise QA analysts and monitor agent interactions.
• Conduct calibration sessions for consistent scoring.
• Analyze QA data to identify performance gaps.

Skills

Analytical skills

Coaching skills

Communication skills

Attention to detail

Education

Associate Degree

Certification or Equivalent

Tools

QA tools

CRM systems

Reporting platforms

Job description

MCI is hiring an Experienced QA Supervisor in Tampa, FL, to lead quality assurance efforts across multiple BPO campaigns. You will supervise QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality.

Ideal candidates should have a minimum of three years of QA experience, including at least one year in a supervisory role. Strong analytical and communication skills are needed.